Refunds & Disputes

This page explains how refunds work for fundraiser purchases on The Fieldhouse — sales of physical goods (shirts, raffle tickets, coupon booklets, equipment-fund contributions, and the like) run by individual sports teams and organizations through our fundraiser storefronts.

Who you bought from

Every fundraiser is run by the listed organization or team — the school, club, or league whose name appears at the top of the fundraiser page. They are the seller of record. The Fieldhouse (Metahuman Network LLC) provides the storefront software and the payment plumbing via Stripe; we are not the seller and we never take possession of the goods.

Refund policy

Refund eligibility is set by the organization running the fundraiser. The default posture across most teams is:

• Order placed in error or wrong item/size: contact the team directly and they’ll typically refund before fulfillment.
• Item never arrived or arrived damaged: contact the team. They can refund through our system in one click; Stripe returns the buyer’s money in 5–10 business days.
• Change of heart on a donation toward equipment or travel: these are typically not refunded once the funds have been spent by the team, but the team can decide case by case.

Some orgs publish their own refund policy on the fundraiser page itself. Where one is posted, it takes precedence over the defaults above.

How to request a refund

Contact the team first. The buyer email receipt from Stripe lists the organization name; reach out to a coach or admin you know on that team. They have a refund button right inside The Fieldhouse and can issue it without going through us.

If you can’t reach the team or the request is urgent (fraud, unauthorized charge, duplicate transaction), email support@thefieldhouse.app. We can help you reach the org or, in fraud cases, escalate directly to Stripe.

What gets refunded

• The item subtotal— the price of what you bought — is returned in full from the org’s account.
• The Fieldhouse platform fee(a flat 2%, capped at $2 per order) is also clawed back automatically by Stripe on full refunds, so the org isn’t out our cut.
• Stripe’s payment processing fee (2.9% + 30¢) — Stripe retains the per-transaction 30¢ on any refund. Most orgs absorb this, but some may deduct it from the refund amount if their stated policy says so.

Payment disputes & chargebacks

You always retain the right to dispute a charge directly with your card issuer. That right exists separately from our refund process and is the appropriate path for fraud or unauthorized charges. If you initiate a dispute, Stripe will notify the org and the funds will be held pending resolution; we’ll pass on any evidence you and the org provide.

For unauthorized charges specifically, you can either dispute with your bank or email support@thefieldhouse.app — we’ll work with you and Stripe to resolve as quickly as possible. Fraud refunds are always 100% of the customer charge.

Inventory & stock

When an order is refunded, the items return to available inventory automatically so other buyers can pick them up. That’s the same path a failed checkout takes — no manual cleanup needed on the org’s side.

Digital goods, subscriptions, donations

Fundraiser storefronts on The Fieldhouse are restricted to physical goods only. We don’t sell digital subscriptions or downloads through fundraisers (the platform pricing subscription a school or club pays to run the app is a separate billing rail, with its own terms). If you ever see a fundraiser listing what looks like a digital product, email support@thefieldhouse.app and we’ll review it.

Contact

For refund requests: contact the team running the fundraiser directly. The buyer email receipt from Stripe identifies the organization.

For platform issues or fraud: support@thefieldhouse.app.